In fact I did the same thing with Chat Support. I add it to the web site Carbonate Australia and watched how it works, before you talk to management what I did. I was willing to take criticism, even if after that experiment failed. Fortunately they both worked.
These are my key findings after the use of profile shifting CarboniteAU services and markets for the Australian market via Twitter.
- is a small business online with Twitter. It is easy to find them and it's easy to talk with them, but there was considerable investment in time.
- Tweet required daily investment of one to two hours. In the beginning it was more about the conversations that occur where over the ones I watched. Later he was joined on the exchange of opinions. I soon started their own conversations and most importantly to receive feedback.
- Conversations I started, not always on Carbonate online or back-up for that matter. Although this is my category expertise, and not everyone wanted to speak was interested to talk about it specifically. For example, small businesses want to talk about small business issues. Consumers want to talk about taking photographs, filming his kids or grand kids. What they all had in common was that they had a data storage and protection.
- Once I built the following reasonable and small business and everyday consumers are becoming aware of where we are, where to Twitter, the questions started rolling in. We had a few days more, and the other nothing. When there was not much, I used Twitter search function to look for talks to join. If someone is in Australia talking about the backup, online backup or Carbon or even a competitor, I wanted to listen and where possible be part of that conversation.
- What's great about Twitter is that the questions tend to be basic and relatively easy to answer online and in public. Usually people with a basic question would not bother calling. They will continue the search, or just move to another service. Twitter offers an opportunity to avoid long conversations. It is ideal for quick questions. Where the issue is complex or if the buyer had a real problem with the service, I moved it offline.
- I found the greatest risk to customer service via Twitter is that everything is public. So where I am frustrated customer, I would ask them to Direct Mail me or e-mail or call me (or if you would allow them to pay directly). Most customers are happy to work this way. I've always avoided publicly airing issues.
- After I started servicing customers via Twitter, I should be online 9-5 (even further than that sometimes). Although I was not talking on Twitter all day, I regularly monitoring Twitter, to ensure that it is always contactable.
with the work I do in the prepaid mobile market, many Australian internet service providers are also online services to their clients using Twitter. I am, in fact, used many of them I have and the service is great. In many cases, much faster than they actually called.
Several large ISPs are actually online 24 hours a day, stayed until midnight. They seem to have a small team who focus on this type of service, rather than giving all staff access to customer service.
Several large ISPs are actually online 24 hours a day, stayed until midnight. They seem to have a small team who focus on this type of service, rather than giving all staff access to customer service.
...In order to provide support via Twitter you need to invest in a Twitter client (not just Twitter.com), as well as cooperation Twitter, HootSuite, or seismic, there are plenty of them out there. I used all of those listed above. They not only come to the web version, some can also be installed on the desktop.
...@ Telstra: 24/7 Support
@ VirginMobileAus: 9:00 to 17:30 AEST
@ VodafoneAU_help: Mon-Fri 08:00 and 09:00-Midnight Weekend 5.30PM AEST
@ Optus: Mon - Fri, 09:00 to 20:00 and 09:00 h, 24:05 AEST
@ gotalk: 9 - 17:00 from Monday to Friday
@ crazyjohns: 9 to 24:05 from Monday to Friday
@ dodoaustralia: 9 - 17:00 from Monday to Friday
@ RedBullMOBILEAU: 9 - 17:00 from Monday to Friday
@ amaysimau: 09:00-18:00 (EST) Monday to Friday and 10 am - Saturday 18:00
@ Savvytel: 9 - 17:00 from Monday to Friday
@ onemobile: 9 - 17:00 from Monday to Friday
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